In the abstract conception of universal wrong, all concrete responsibility vanishes. (Theodor Adorno)

Subject-matter experts transfer knowledge in a flurry of words that sometimes obscure specific, tangible training objectives.

Knowledge in the abstract is great; but e-learning focuses on making the abstract specific, concrete and relevant to the learner and to the organization. The most effective way to do that is by telling a story.

To show you what I mean, let’s look at a simplistic example:  an SME’s description of a step in an invoicing process:

Before you enter an invoice into SAP, make sure that entries on the GR, IR, and PO match exactly.

In an e-learning environment, the novice learner’s eyes glide right over that statement. Too many acronyms, too little emphasis, and an easily forgotten abstract statement.

If this is an important point,why not present it in a job-related story ?

It’s three in the afternoon at Stentorian and Sons. You’ve got plenty of time to process this stack of paperwork, take care of a few emails, and get out in time to beat the traffic. Unbelievable–a day with no crises. A very good day.

“Hey, Bob! You need to check on this invoice. Biggie and Smalls Media, over on Ninth Street. Move the paperwork into SAP and get them paid. Today.  If we miss the early payment deadline, the penalty dollars are coming out of your next check. “

“Sure thing, Mr. Stentorian.”

Great. Tracking down paperwork for suppliers isn’t your favorite part of the job, but here it is. And there goes the very good day. You find the invoice in the stack of papers you were already processing: from Biggie and Smalls, total amount, quantity–all there.  The purchase order from Sue in Purchasing is easy to find, in the system under Biggie and Smalls, matching amount, quantity–all there.

What other steps do you need to take to make sure the invoice can be paid immediately? (Select all that apply.)

INVOICE	PURCHASE ORDER	GOODS RECEIPT

• Choice One:  Nothing other than enter the invoice number, billing date, and purchased quantity into SAP.
  Oops! The invoice will not be paid until the goods receipt is verified and entered into SAP. Mr. Stentorian will NOT be happy.
• Choice Two:  Track down the colleague who received the invoiced material and get the goods receipt for comparison to the invoice. and enter the data into SAP.
  The invoice will be paid within 24 hours.
• Choice Three:  Forward a copy of the invoice number to Accounts Payable.
  Accounts Payable will toss the invoice copy and wonder why in the world you sent it to them. The invoice will not be paid and your next paycheck will be just a little short. [Read more…]